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Community Guidelines and Rules

Our Community Guidelines are in three parts:

  1. Personal Information
  2. Code of Conduct
  3. Community Rules
  4. Community reward & competition t&cs

 

The Community Guidelines explain what is and isn’t appropriate for our community in detail. The Broadband Genius community and its members are respectful to others, genuine and committed to improving broadband for everyone.

Or if you want 3 words: “Just be kind.”

1. Protecting your Personal Information

Your privacy and security is our top priority. We ask you to be mindful about who you interact with and what you share. Please do not request or share personal identifying information, such your own or others' names, email addresses, details of where you live or work and any social media accounts. Your avatar shouldn't contain personal information, business details, copyrighted material, flashing images or QR codes.

Take care when uploading photos or personal documents and make sure that you have blacked out any personally identifiable information. We also want to take this opportunity to remind you how we use our private messaging system to communicate with you.

Please remember, we will only send private messages or communications within the giffgaff Community platform via official accounts and via emails from [email protected].

See our Privacy Policy on our website for more information.

2. Code of Conduct

A Code of Conduct helps all members, new and old to create and maintain a brilliant community. Please respect the spirit of what’s intended by the Code of Conduct.

Please Do:

  • Be constructive. The Broadband Genie community is a place where members are encouraged to take part by sharing their thoughts, experiences and opinions. When disagreeing, look for common ground and add to the conversation rather than try to stop it.
  • Be polite and show respect, even when disagreeing. Respond to the idea, not the person.
  • Be welcoming and kind. There’s too little kindness in the world. Kind spaces are places where we can get things done, help each other and enjoy ourselves. 
  • Approach conversations honestly and assume the same in others. If something feels ‘off’ then private message your host Max.
  • Consider the consequences of your words and your actions and take responsibility for them. Sometimes it is better to be kind than to be right.
  • Stay on topic when posting in an existing thread. Tangents can be ok if relevant, but avoid completely changing a topic
  • Try searching to see if a topic already exists, or if your question has an answer.
  • Say thank you. It can go a long way to making someone’s day. 
  • Give people time to respond and time for conversations to develop. Don’t expect immediate responses. Not everyone is connected 24/7. 
  • Only post content that you have permission to post from the original creator.
  • If you read a post and believe that someone is in a vulnerable situation, please private message your host Max.

Please flag anything that goes against either the Rules or the Code of Conduct. We rely on community members to be additional eyes and ears and to report this content to us.

3. Community Rules

We’d love to just have a Code of Conduct, but there are some rules we have to set to keep out the worst behaviours. These behaviours are the most likely to cause us to remove comments or even revoke someone’s access to the community.

Please Do Not:

  • We will never tolerate racism, homophobia, transphobia, sexism, any other form of discrimination or any behaviour intended to make people feel actively unwelcome in the community. 
  • Do not insult, harass, bully, demean, defame, deliberately offend or otherwise attack other members of the community or staff. Note: this includes “ironic” and “comedic” uses. If you see any of the above behaviour, please private message your host Max
  • Do not use language intended to offend, mislead or insult others. This includes creating offensive member names or using member names that could cause confusion about the identity and/or purpose of the account. For example, we do not accept member names that include or pun the names of Internet Service Providers.
  • Do not violate the website section of our Terms and Conditions.
  • Do not post content that contains violence, drugs, nudity or is pornographic in nature.
  • Do not post unsolicited advertisements for any products or services. This includes affiliate or referral links. This rule is in place to prevent scams or people using the community simply as an audience for advertising. If in doubt, or if you see this in the community, please private message your host Max. 
  • Do not advocate any illegal activities. Any comments seen as promoting or advocating illegal activities will be removed.
  • Do not instigate action or post in a way that could be considered harmful, distressing or damaging to others. Please be mindful and respectful when posting about topics including politics, religion, culture, sex and gender, news, alcohol, medicine, and public figures. Broadband Genie reserves the right to remove these posts.
  • Do not post misinformation or outdated information. Please ensure your posts are factually accurate, and be receptive to discussion. If there is a change in the facts, please reflect this in your post and title.
  • Do not post, or request others to post, personal details such as phone numbers, addresses, email address, private message content or similar on the community in public.
  • Do not impersonate other community members, Broadband Genie team members or act in a way that could confuse or mislead about the identity and/or purpose of the account (this includes your activity and posts in the community and your member name).

4. Community reward & competition terms and conditions

Terms and conditions for monthy 'pay your bill' giveaway

1. Promoter This competition is run by Broadband Genie ("the Promoter"), Broadband Genie Ltd, Office 01-132, 50-60 Station Road, Cambridge, CB1 2JH.

2. Eligibility 2.1 This prize draw is open only to individuals who qualify as a "Broadband Genius" contributor ("Contributor") during the relevant prize period, as defined below, and who are UK residents aged 18 or over. 2.2 A "Contributor" is defined as: a community member who has commented, posted, or responded to a poll in the Broadband Genius community during the relevant prize period. 2.3 Employees (and their immediate families) of Broadband Genie, and any agencies or third parties directly involved in administering this prize draw, are excluded regardless of Contributor status. 2.4 Each qualifying Contributor is entered once, regardless of how much they have contributed within the period, unless stated otherwise in 2.2. 2.5 By being entered, you confirm you are the account holder (or an authorised user) for the broadband bill submitted as part of any prize claim.

3. How entries work 3.1 No purchase, payment, or additional action is required to be entered — qualification is based solely on meeting the Contributor definition in clause 2.2. 3.2 The pool of eligible Contributors will be drawn from broadbandgenie.discourse.group, based on activity during the previous calendar month ("the Closing Date" being the last day of that month). 3.3 The Promoter accepts no responsibility for a community member being incorrectly included in or excluded from the eligible pool due to technical issues outside its reasonable control. 3.4 Once a Contributor is declared a winner they are ineligible to win in future months for a period of time at the discretion of the Promoter.

4. The prize 4.1 There will be 3 winners per calendar month. 4.2 The prize is a payment equivalent to the winner's most recent monthly broadband bill, up to a maximum value of £100 ("the Prize"). 4.3 The Prize will be paid via PayPal, or as a shopping voucher of equivalent value at the Promoter's discretion, unless otherwise agreed. 4.4 The Prize is non-transferable and no cash alternative is offered except as set out in 4.3. The Promoter reserves the right to substitute the Prize with one of equivalent or greater value if circumstances beyond its control make this necessary. 4.5 To receive the Prize, the winner must provide reasonable proof of their monthly broadband bill (e.g. a redacted invoice, billing app screenshot, or direct debit confirmation showing the amount and provider) within 30 days of being notified. Financial and account details beyond what is necessary to verify the bill amount should not be included; the Promoter will disregard and delete any excess information received. If proof is not provided within this window, the winner may forfeit the Prize and the Promoter may select an alternative winner.

5. Winner selection 5.1 Where possible, the draw will take place before the 10th of each month. 3 winners will be selected at random from the pool of eligible Contributors (as defined in clause 2.2) using random selection from the eligible pool. 5.2 The random draw will be conducted by the Broadband Genie community team, and the result is final; no correspondence will be entered into. 5.3 The winner will be notified by email using the details associated with their Contributor account, within 30 days of the draw. 5.4 If a winner does not respond within 30 days of notification, or does not meet the eligibility criteria in clause 2, the Promoter reserves the right to award the Prize to a reserve winner selected by the same random method from the remaining eligible pool.

6. Data protection 6.1 Personal data provided as part of an entry will be used solely for the purposes of administering the competition and contacting the winner, in accordance with the Promoter's Privacy Policy. 6.2 Any billing or financial documents submitted as proof under clause 4.5 will be securely stored, used only for prize verification, and deleted within 30 days of the Prize being paid. 6.3 By entering, participants consent to their name (or username) being announced as the winner on Broadband Genie's website and/or social media channels, unless they notify the Promoter otherwise at the point of entry.

7. General 7.1 The Promoter reserves the right to amend these terms, or to cancel, suspend, or withdraw the competition at any stage, if deemed necessary in its opinion, or if circumstances arise outside its control. 7.2 The Promoter reserves the right to disqualify any entrant reasonably suspected of fraudulent entry, abuse, or breach of these terms. 7.3 This promotion is in no way sponsored, endorsed, or administered by, or associated with, PayPal, Amazon, or any other third-party payment or voucher provider named herein. 7.4 This competition and these terms are governed by the laws of England and Wales. 7.5 This promotion is not a lottery: no payment, purchase, or fee of any kind is required to be entered into the pool of eligible Contributors, and qualification (as defined in clause 2.2) does not involve any monetary cost to the entrant.

8. Contact Questions about this competition can be directed to [email protected].

 

Terms and confitions for '£30 off your next switch' offer

 

1. Promoter This reward scheme is run by Broadband Genie ("the Promoter"), Broadband Genie Ltd, Office 01-132, 50-60 Station Road, Cambridge, CB1 2JH.

2. Eligibility 2.1 This reward is open to individuals who qualify as an "Active Member," and who are UK residents aged 18 or over. 2.2 An "Active Member" is defined as: a community member who has commented, posted, or responded to a poll in the Broadband Genius community (broadbandgenie.discourse.group) at least once in each of the 3 calendar months immediately preceding their claim. 2.3 Employees (and their immediate families) of Broadband Genie, and any agencies or third parties directly involved in administering this reward scheme, are excluded regardless of Active Member status. 2.4 Each individual may claim this reward once every 24 months — see clause 3.4. 2.5 The Promoter reserves the right to verify Active Member status against community platform records before honouring a claim.

3. How to claim 3.1 Eligible members must claim the reward by sending a direct message to Max_BBG on the Broadband Genius community platform. 3.2 No specific information needs to be included in the message — members should simply ask Max_BBG to check their eligibility if they believe they qualify. 3.3 Max_BBG (or another member of the Broadband Genie community team) will verify eligibility against clause 2.2 and, once confirmed, share a URL. The member uses this URL to enter their details and search for a broadband deal; the £30 Voucher itself is separate and only sent later, once a switch is completed — see clause 4. 3.4 Once a member has successfully claimed this reward, they must wait 24 months before claiming again. 3.5 The Promoter accepts no responsibility for claims that are lost, delayed, or not received due to technical issues with the community platform's messaging system, outside its reasonable control.

4. The reward 4.1 The reward is a voucher worth £30 ("the Voucher"), issued once the member has used the URL provided under clause 3.3 to enter their details, find a broadband deal, and purchase it. 4.2 The Voucher will be sent within approximately 120 days of the purchase being made, once the new provider confirms the sale. 4.3 The Voucher must be redeemed within 90 days of being issued, after which it will expire and cannot be reissued or extended. 4.4 The Voucher can only be used once, cannot be exchanged for cash, and is non-transferable. It can be combined with other switching offers or discount codes — no exclusions apply. 4.5 If the member does not complete a purchase using the URL provided, no Voucher will be issued and no entitlement to an alternative reward arises. 4.6 The Promoter reserves the right to substitute the Voucher with one of equivalent value if circumstances beyond its control make this necessary.

5. Data protection 5.1 Personal data provided as part of a claim (including community username and any details shared with Max_BBG) will be used solely for the purposes of verifying eligibility and administering this reward, in accordance with the Promoter's Privacy Policy. 5.2 Claim-related messages and verification records will be retained for 24 months after the reward is issued, for audit purposes, and then deleted.

6. General 6.1 The Promoter reserves the right to amend these terms, or to cancel, suspend, or withdraw this reward scheme at any stage, if deemed necessary in its opinion, or if circumstances arise outside its control. 6.2 The Promoter reserves the right to decline or revoke a reward where an individual is reasonably suspected of fraudulent claims, abuse (e.g. artificially inflating activity to meet the 3-month threshold), or breach of these terms. 6.3 This is a loyalty/community reward scheme, not a prize draw or competition: eligibility is based on genuine community activity meeting a fixed threshold, not chance, and every member who meets the threshold and claims correctly is entitled to the reward. 6.4 This reward scheme and these terms are governed by the laws of England and Wales.

7. Contact Questions about this reward can be directed to [email protected].